Éric Fábio Gifoni

+1-310-***-****

admtyh@r.postjobfree.com

Los Angeles – CA

(Open to be relocate / move for anywhere)

Summary of Qualifications

Solid career developed along 35 years working in major multinational companies with global operations like Dell Computers / Avaya Telecom, ITW Signode, Tetra Pak e Xerox.

15 years in managerial positions such as Service Manager, Business Units Leader, Area Manager, Site Leader.

Leadership in Brazil for some Support Services Center / Technical Services and in some regional offices in different regions in Brazil.

Large experience running Call Center Operations and its KPI s in Customer Care Area, Tech Support and Sales.

Several years of experience managing Remote Services, Tech Support and Customer Care BU s, also On- Site Services in different industries.

More than 15 years dealing in Services BU s in LATAM, delivering on site services and remote support for customers, in different countries.

Many years of career built working very close with sales areas, with proposal / contract management, customer face activities following the complete sales cycle.

Large experience working with partnering with sales team, helping and supporting Global Accounts management, including analysis of multi elements in negotiations, including public deals, providing guidelines based on local laws, mitigating legal risks.

Acquired large experience in Professional & Consulting Services.

Managed regional offices for technical services and technical sales in different regions in Brazil, such as Curitiba, Belo Horizonte, Porto Alegre and Goiânia.

Strong Focus on results, having attained expressive results, customer satisfaction, cost reduction by improving efficiency and productivity..

International experience (US, England, Italy, Sweden, Germany, China, Switzerland, Chile, Panama, Mexico, Colombia and Argentina) to participate in workshop, summits, meeting, training programs, new products and equipments launches.

Language Skills

English - Fluent Spanish – Advanced

Education

Bachelor’s Degree in BA / Marketing Specialization – UNIP – Brazil

Technician Electro - Electronics, Automation/Control & Instrumentation – Colégio Técnico da UNICAMP Main Extracurricular Courses

ITIL Foundation V3

Introduction to CAPM / PMP Certification – Dell Academy

Customer Relationship Management – Dell Academy

Introduction to Six Sigma

Disney s Approach to Creativity & Innovation – Disney Institute

Disney s Approach to Business Excellence – Disney Institute Eric Fábio Gifoni

Work Experience

Dell Computers / IT – Feb2012 / Sep2019 – Brazil / LATAM American multinational company, global provider of Hardware / Software / IT Solutions & Services with global services & support centers.

Position: Technical Support Call Center Supervisor – Report to Technical Support Manager

Manage Tech Support Area (Call Center), supporting the installed base for End User Computing and Data Centers.

Direct supervision for Tech Support Representatives, Support Staff and Customer Support Engineers, including engineers / resident technicians.

Led the Escalation Team for LATAM, ensuring customer request being well & correctly treated, engaging the correct team to provide solution according customer s SLA / contract.

Achieved the highest global operational KPI s in Customer Satisfaction, Productivity and Cost pillars.

Led the project to redesign a new career path inside of TS area, since intern level to second level of management, ensuring full alignment with local labor laws.

Responsible for implement support customer over Chat channel, being a new option for customer contact tech support and achieving more productivity / efficiency in comparison with other channels.

Management of KPI s for Support Area, ensuring the accomplishment of the SLA sold / committed, for entire customer journey, from their contact by phone / email / chat until on-site service delivered.

Worked in the project to implement a whole process to avoid frauds in the technical support service, with full legal alignment, delivering contractual commitments.

Achieved the “Rock Star” prizes for the last 5 years, being over 80% favorable results in the internal climate surveys (Tell Dell), overpassing 80% in all pillars. AVAYA Telecom / IT – Mar2009 / Jan2012 – Argentina & Brazil 2 Years at Argentina Global Services Center / 1 Year at Brazil Subsidiary American multinational company, global leader in enterprise communications systems, present in every continent, in the segment of Telecom / IT – Global Services Center. Position: Tech Support / Ops Manager – Report to LATAM Tech Support Sr. Director at Argentina & Brazil

Member of the team responsible for stablish the Global Support Center in Buenos Aires, from the scratch, evaluating candidates, hiring, training and developing the talents.

Achieved the target (deadline) on the global support center implementation in Buenos Aires, moving the service area from US, including all processes for the center, building the teams, also managing part of office implementation (build and infrastructure).

Voice of service area on the deals discussions, go no go process, discussing prices / margins analyzes and SOW to be included in the contract in accordance with company guideline / policies Vs customer needs.

Responsible for build the area process, considering global deals flow, contract management keeping in mind the company interests Vs market / customer s needs.

Project coordination with offer managers, vertical consultants, software development team and professional services consultants.

Provide services & technical support to worldwide customers, with a strong integration with US, India and China centers, ensuring to deliver the service within SLA committed, avoiding penalties and customer dissatisfaction.

Direct supervision for Tech Support Managers (05) and Customer Support Engineers (115) responsible for providing post sales technical support on site and remote support within a specified area.

Led the project management globally for new installations (equipment), SW changes, update on HW / SW, customer changes locations.

Provide direction and training for team member as required by polices or new products / services.

Responsibility for additional revenue generation through sales of software / support services, consulting and/or add-on applications to current contract sold.

Implemented a grade A+ local laboratory that moved to global due to high level of systems and equipments available and good alignment with sales plan / market. Eric Fábio Gifoni

FROMM PACKAGING SYSTEMS – Mar2006 / Dec2008

Swiss multinational with global presence in the segment of packaging systems (strapping). Position: Service & Commercial Manager – Report to Brazil Director

Participated in the startup of the company in Brazil, structuring the local subsidiary and its BU s.

Launched the commercial and technical facility in Brazil, with centralized repair center and laboratory, to provide service to customers.

Achieved outstanding results in the main markets: steel, food, wood, beverages and corrugated cardboard, reaching revenue of $24 Million/ year.

Developed long-term partnerships with customers through full package contracts, including consumer goods, services, spare parts, automatic and semi-automatic machines, manual equipment, and equipment upgrading / renovation.

Owned the project to structure the technical service in geographical regions based on market demand, being closer to customer, providing a better SLA delivering services, reducing the operational cost, with better revenue and operate income.

Sold high value-added products / services, within the scenario where competitors had very low-price.

Being the first player in the market to introduce a new model of service, having onsite representative, allocated inside of customer facilities to provide break & fix service, preventative maintenance and training.

Sold turn-key project of package system and managed the project for installation what was sold, ensuring to delivery on-time.

ITW – SIGNODE BRASILEIRA LTDA – May2002 / Mar2006

Major American multinational present in every continent Position: Service Manager – Report to General Manager Brazil

Responsible for Service BU, for different perspective including its P&L, including service strategic plan, service GTM, also parts planning to ensure to attend customers SLA.

Inventory management to ensure capability to attend market / customer demand, related with resource to provide service and parts availability to provide break and fix and preventative maintenance.

Managed indirect sales area (distributor channel) and technical assistance / service, whose annual revenues were respectively US $ 10.5 and US $ 3 Million per year.

Responsible for manage the annual sales and marketing plan of indirect sales and services areas.

Main markets: steel, food, construction, wood, furniture, beverages, printing, and corrugated cardboard.

Main customers: Acesita, Albras, CBA, Sudati – Guararapes, Orsa, Usiminas, Cosipa, CST, and Gerdau.

Participated in the management of the implementation project of a polyester strap production line, from the rationale of its economic feasibility, definition of suppliers, to the line and peripherals and its start-up for production.

Responsible for manage the projects deliveries starting with the logistic to transport the machines / system, until installation and start-up inside customer site. TETRA PAK LTDA – Jun1994 / Apr2002

Major Swedish multinational in the segment of food packaging systems. Position: Regional Technical Support Supervisor - Report to Technical Director

Coordination of field service technician team in different regions.

Project Management at customers’ installations, commissioning and start up of systems, ensuring to deliver on-time, considering logistic to transport the equipment to customer s sites, assembly and installation of equipment, start-up and technical training to customers.

Worked in several regional offices to deliver services and support to customers, such as in São Paulo Porto Alegre/RS, Curitiba/PR, Belo Horizonte/MG and Goiânia/GO.

Management of the technical assistance to the customers, providing break and fix and preventative maintenance.

Implemented the “Tetra Pak Maintenance System” (TPMS) in customer sites / equipments, aseptic packaging machines and food processing equipment, full control of the maintenance programs to customers ensuring high level of performance.

Support to the new business development, performance in set with the sales team. XEROX DO BRASIL LTDA – Aug1989 / May1994

American multinational in the segment of electronic and electro mechanic equipment. Last Position: Senior Associate Services Representative – Field Service

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